How to report a problem on Sendways

Problems on Sendways are rare, but the process for reporting them is straightforward. Here is exactly what to do and what to expect.

When to report. Report a problem when: a delivery is significantly overdue with no communication from the traveler; an item arrived damaged; the item received does not match what was sent; you believe fraud has occurred; you feel unsafe or harassed by the other party.

How to report from the app. Open your delivery history, find the relevant booking, and tap "Report a problem." Select the category that best describes the issue. Write a clear description of what happened. Attach any supporting evidence (photos, screenshots of messages).

What to include in your report. Date and time of the issue. A factual description (not emotional). Photos if relevant. Screenshots of any relevant in app messages. Any other evidence that supports your account.

What happens next. Sendways support will acknowledge your report within 24 hours. If the issue is a delivery dispute, the escrow is locked and the other party is notified. Both parties are asked to submit evidence within 48 hours. Sendways reviews the case and reaches a decision within 5 business days.

Reporting a safety concern. If you feel personally unsafe or threatened, report immediately. Include as much detail as possible. Sendways treats safety reports as the highest priority. Accounts under active safety review are suspended while the investigation proceeds.

Reporting fraud. If you believe someone is attempting to defraud you (requesting off-platform payment, misrepresenting goods, using a fake identity), report through the app and stop the transaction. Do not proceed with any payment or handoff while a fraud report is under review.

Escalation. If you are not satisfied with a dispute resolution decision, you can appeal once by submitting new evidence. Include only evidence that was not available when the original decision was made.